Kundmötet genomgår en stor förändring. Trots generativ AI:s snabba utveckling visar en ny rapport från Servicenow att svenska konsumenter fortfarande värderar den mänskliga kontakten högt.
Servicenow: Här är nycklarna till ett smartare kundmöte
Kontaktcenter Det moderna kundmötet kräver både artificiell och emotionell intelligens. Vi har träffat Victoria Rosell och Kerem Aktas från Servicenow och pratat om varför rätt strategi, processer och datakvalitet är centrala för att lyckas.

Victoria Rosell och Kerem Aktas, foto: Servicenow.
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Endast 13 procent av de tillfrågade kan tänka sig att använda en AI-chattbot. De allra flesta föredrar ett traditionellt samtal med en människa i andra änden av luren.
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
